Director Enterprise Information Technology Service Management- 004403

Summary:

The Director of Enterprise Information Technology (EIT) Service Management is the source of truth and single point of contact for Service Management Functions, Processes, and Governance. This position ensures that the overall EIT environment is functioning properly with the proper level of environmental controls and process. Specific responsibilities and areas of accountability include Incident Management, Problem Management, Change Management, Service Availability Management, Asset/License Management. Configuration Management and management of the CMDB, in addition, provides support for all Service Management systems, tools and environments. This includes the administration and development of the ServiceNow IT Service Management (ITSM) and IT Operations Management (ITOM) tools and environments to develop technical solutions that satisfy ITSM and business needs seeking to use ServiceNow.

• Provides process ownership through design, implementation, and continuous improvement activities in the EIT Service Management process life cycle.
• Oversees development of ITSM-based management processes and controls to ensure quality is maintained in the production computing environment to meet business objectives.
• Champions and promotes service improvements on an ongoing basis to continually enhance quality and customer satisfaction with EIT Services.
• Reviews service metrics (Service Level Agreements, Operational Level Agreements, and Key Performance Indicators) that identify success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics.
• Maintains statistics and is the "Authority of Truth" in reporting of SLA, OLA, and KPI metrics.
• Overall leadership and accountability for EIT Incident Management Process.
  • Analyzes/Trends incidents to identify service restoration actions.
  • Provides guidance in classification and prioritization of Incidents
  • Monitors the status/progress towards resolution of assigned Incidents
  • Accurate and regular communication and reporting of Incidents (Initial/Update/Closure)
• Overall leadership and accountability for EIT Problem Management Process.
  • Review's problem trends and proactively coordinates the actions to identify problems and remove errors from computing environment.
  • Produces Problem Management reporting and management information.
  • Identifies trends and potential problem sources through Incident and Problem Management data.
  • Review's efficiency and effectiveness of Problem Management process.
  • Maintains inventory of problems under analysis and their current progress and status.
  • Coordinates all root cause analysis (RCA) activities to ensure that Incidents/Problems are resolved and reduce opportunity for re-occurrence.
• Overall leadership and accountability for EIT Change Management Process
  • Maintains overall Change Management Process for EIT Systems.
  • Defines and maintains definitions of Change Types and Classifications.
  • Coordinates Change Advisory Board Process and Activities
  • Regularly reports Change Management statistics and trending.
• Overall leadership and accountability for EIT Asset/License Management
  • Responsible for tracking and control of logical EIT assets in the infrastructure
  • Coordination of procurement of EIT logical assets
  • Administration of Asset/License Management Database and Inventory
  • Track usage of all applicable software licenses.
  • Coordinate discovery and inventory activities to maintain accurate software license accounting.
  • Ensure licenses are compliant with vendor usage specifications.
  • Provide regular reporting and trending on asset/license information.
• Overall leadership and accountability for the ServiceNow Tool and the staff that supports the platform.
• Maintains data integrity in key existing ServiceNow modules including Incident, Problem, Change, Users, Request, and any other related or custom modules.
• Maintains established system integrations between ServiceNow and various other appliances.
• Expertly guides team to troubleshoot and maintain existing ServiceNow Workflows, UI Policies, Business Rules, Client Scripts, Catalog Scripts and any other related scripts.

• Provides expertise and guidance with loads, manipulation and maintenance of data between ServiceNow and other systems; performs scheduled cloning operations.
• Guides the coding and moving changes across platforms (dev/test/prod).
• Escalates to vendor for defect and incident resolution as required.
• Performs regular data audits and resolve identified issues if found.
• Forecasts and plans for application capacity and demand including possible future use in other areas of the enterprise.
• Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies' mission and values, adhering to the Corporate Code of Conduct and Leading to the Lifetime Way values and beliefs.
• Models the Lifetime Way behaviors and values on a consistent basis and promotes these behaviors to the division. This includes focusing on leadership development to ensure we are hiring, developing and retaining leaders to deliver operational excellence.
• Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
• Maintains knowledge of all relevant legislative and regulatory mandates and ensures that all activities are in compliance with these requirements.
• Regular and reliable attendance is expected and required.
• Performs other duties and functions as assigned by management.

Minimum Qualifications:

• Bachelor's Degree in Information Systems, Business, or related field and a of minimum ten (10) years of related work experience, three (3) of which are in a defined leadership role. In lieu of degree, sixteen (16) cumulative years of related work experience.
• Industry experience/certification with CMM/SEI/ITIL preferred.
• Leadership skills including ability to motivate and recognize staff, and role-model appropriate behavior.
• Demonstrated ability to form and foster high performing, cross-functional teams.
• Strong organizational development skills and experience in leading organizational transition.
• Ability to interpret and apply complex technical theories, information and solutions to issues.
• Demonstrated experience with Quality principles and tools. Demonstrated business and technical problem-solving skills.
• Strong analytical and business process development skills.
• Work effectively and efficiently in both a matrixed and third party outsource environment.
• Communicates effectively with both internal and external colleagues across all levels and disciplines. leadership.

• Ability to complete work in a traditional office environment under fluorescent lighting.
• Ability to orally communicate.
• Must be able to function while sitting at a desk viewing a computer and using a keyboard and mouse for 3 or more hours at a time.
• Must be able to travel across the enterprise.
• Ability to work in a home office for continuous periods of time for business continuity.

The Lifetime Healthcare Companies aims to attract the best talent from diverse socioeconomic, cultural and experiential backgrounds, to diversify our workforce and best reflect the communities we serve.

Our mission is to foster an environment where diversity and inclusion are explicitly recognized as fundamental parts of our organizational culture. We believe that diversity of thought and background drives innovation which enables us to provide leading-edge healthcare insurance and services. With that mission in mind, we recruit the best candidates from all communities, to diversify and strengthen our workforce.

OUR COMPANY CULTURE:

Employees are united by our Lifetime Way Values & Behaviors that include compassion, pride, excellence, innovation and having fun! We aim to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and by offering competitive compensation and benefits.

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.

Equal Opportunity Employer

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)